NL Collections

Customer Loyalty Member III / Contact Center Professional V (NL Collections

Analyst | Retail Banking Operations (Customer Loyalty Member III / Contact Center Professional V)

Help people stay a step ahead in life

Banking is important, but it isn't the center of people's lives. Whether it's planning a family holiday, starting a business, learning a new skill, or pursuing a passion, people deserve a bank that helps make things easier.

At ING, we're continuously reimagining banking to make it simpler, smarter, and more human. We're looking for customer-focused professionals who enjoy solving problems, building relationships, and delivering exceptional service experiences. If you're energized by helping others and thrive in a fast-moving environment, we'd love to hear from you.

Role Summary

As an Analyst within our Retail Banking Operations team, you'll play a key role in supporting ING customers across various communication channels, including chat, phone, video, email, and messaging platforms.

You'll be responsible for managing customer inquiries and requests, resolving complaints, processing operational activities, and ensuring every interaction reflects ING's commitment to service excellence. You'll also contribute to continuous improvement efforts while maintaining compliance with applicable regulations, policies, and procedures.

About the Team

You'll join a diverse and collaborative team supporting Retail Banking operations across ING's global network. We value curiosity, accountability, teamwork, and continuous learning.

No two days are exactly the same. You'll have opportunities to develop expertise across multiple processes and channels while working alongside colleagues who support one another in delivering efficient and customer-centric solutions.

Required Skills

We're looking for someone who brings:

• A college degree or equivalent professional experience in banking, shared services, customer operations, or a BPO environment
• Excellent written and spoken English communication skills
• Strong analytical and problem-solving capabilities
• Customer service experience with a focus on ownership and resolution
• Ability to work independently while collaborating effectively with teammates
• Flexibility and agility to learn multiple processes and support different channels as business needs evolve
• Knowledge of Microsoft Office applications
• Ability to manage priorities and perform effectively in a fast-paced environment
• Commitment to quality, compliance, risk awareness, and operational excellence

You'll stand out if you are adaptable, open-minded, team-oriented, and motivated to continuously develop your skills and expertise.

What We Offer

• Opportunities to learn, grow, and build a long-term career with a global organization
• Exposure to international banking operations and customer service excellence
• A diverse, supportive, and inclusive work environment
• The opportunity to be part of one of the world's leading digital banking organizations
• Continuous development through cross-skilling, training, and certification opportunities

Don't meet 100% of the qualifications? Don't let that hold you back. Studies show some candidates apply only when they meet every requirement. If this role excites you and your experience is closely aligned, we'd still love to hear from you.

How to Apply

Click the apply button on our careers site and submit your application through Workday. We look forward to learning more about you and how you can help us create an even better banking experience for our customers.

Job Application Safety Reminder ⚠️

We're seeing an increase in fraudulent job offers. To protect yourself, please follow these guidelines when applying for roles at ING:

• Apply only through official ING platforms and our careers site
• ING uses Workday as its recruitment system
• Legitimate communications will come from @ing.com and/or @myworkday.com email domains
• ING will never ask candidates for payments or banking information during the recruitment process

If someone requests this information, it is a scam.

About ING

With 65,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING.